IT Support Professional for Hardware and Software

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IT Support Professional for Hardware and Software

[Denver, CO] |   2023-10-18 16:13:06

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Job Code : 2023-MY3TECH1366

Job:IT Support Professional for Hardware and Software (HW/SW)

Location :4300 Cherry Creek Drive   Denver,  Colorado    80246

Duration: Long Term

Summary of the purpose for this position:

This position serves as the technical liaison between Division staff (business users) and OIT to ensure Division technical support needs are being met. This position serves as front line support interfacing with business users on service requests, investigating and evaluating problems, resolving when possible, or escalating to OIT staff for further resolution. Responsibilities include monitoring OIT service desk requests, elevating required service level, negotiating completion dates, and ensuring follow through on hardware problems, equipment and software purchases, Rollout, inventory maintenance, problem resolution, and coordination of equipment replacement schedule. This position takes an active role in the department-level Business Technology Team (BTT) to expand user functionality in alignment with department goals, resolve user-related problems, assist with development of Division solutions, and ensure adequate training for all Division users.

40hrs/week

Special skills: (Qualifications):

Bachelor's degree from an accredited institution in a field of study related to the work assignment.

And Two years of professional experience in an occupational field related to the work assigned to the position.

OR

Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.

Additional appropriate education will substitute for the required experience on a year-for-year

basis.

Position Description:

Have to live in Colorado in the Denver metro area- Required to be in person 5 days a week.

Summary of the purpose for this position:

This position serves as the technical liaison between Division staff (business users) and OIT to

ensure Division technical support needs are being met. This position serves as front line support

interfacing with business users on service requests, investigating and evaluating problems,

resolving when possible, or escalating to OIT staff for further resolution. Responsibilities

include monitoring OIT service desk requests, elevating required service level, negotiating

completion dates, and ensuring follow through on hardware problems, equipment and software purchases, Rollout, inventory maintenance, problem resolution, and coordination of equipment replacement schedule. This position takes an active role in the department-level Business Technology Team (BTT) to expand user functionality in alignment with department goals, resolve user-related problems, assist with development of Division solutions, and ensure adequate training for all Division users.

55% Duty Statement: Liaison between Division and OIT

Brief Duty Description.

● Serve as a BTL for DCPHR, meeting all the requirements of that role as outlined by the BTT.

● Represents the division's interests on various department-wide OIT efforts to improve management of IT functions by serving on the BTT and other required division IT steering committees.

● At the division level, maintains computer and phone inventory, warranty information, monitors OIT Service Desk reports; elevates and ensures follow through on all service requests; negotiates completion of requests in timely manner; ensure service desk tickets are created for equipment reimaging or surplussing, equipment and software purchases, and rollout; coordinates hardware replacement schedule and software renewal schedules with Division managers and OIT, and ensures equipment is reimaged upon position vacancy; coordinates with Division's Personnel Liaison (PL) and Program managers on new hires for allocating or purchasing equipment; ensures OITs project management tool is updated with current Division projects and status. Understand the Service Level Agreement (SLA) with OIT and uses the commitments contained within it to negotiate resolutions with OIT staff.

● Maintains knowledge and understanding of emerging technologies and makes recommendations to division leadership on new technical policies, hardware, software, and applications.

● Leads implementation of new applications and monitors/evaluates effectiveness of new applications

● As appropriate, provides direct technical assistance to DCPHR staff in using new and existing software, hardware, and applications.

● Evaluates technical training needs of division staff, develops and maintains technical training resources, and delivers trainings.

● Maintains current knowledge and understanding of emerging technologies and makes recommendations on all equipment/software purchases based on division goals and objectives.

Provide specific examples of regular, ongoing decisions made by this position related to this duty.

● Determines when to adopt new hardware/software systems based on division need, interest and warranty requirements

● Determines when to escalates OIT problems/issues; understands appropriate channels for escalation; determines needs of end-user

15% Duty Statement Business and technical process improvements

Brief Duty Description.

● This position provides project support for division process improvement efforts.

● Assists with creating, maintaining and implementing division-wide processes in collaboration with and under the guidance of the Unit Manager.

● Assesses existing business processes and making recommendations on improving efficiency using the LEAN and 5S methodologies.

● Gathers and synthesizing data; making recommendations and implementing changes related to waste reduction and improved customer service.

● Meets with division staff who are stakeholders in a particular process to obtain their feedback and incorporate it into new processes.

● Drafts processes and procedures for new and existing division-wide activities.

● Coordinating project and planning around new process implementation

● Drafts and sending correspondence to all division staff informing them of new processes, timelines, and other pertinent information.

● Periodically reviews new processes after implementation to ensure effectiveness; update processes as required to improve efficiency and customer service.

10% Duty Statement IT and telecommunications procurement

Brief Duty Description.

● Responsible for staying informed on state price agreements and purchasing procedures for

telecommunications and IT-related goods and services.

● Serves as a resource to division staff regarding their technical procurement needs, including: providing recommendations on software and hardware solutions, assisting with IT procurements, and providing direct technical assistance when appropriate.

● Processes assigned requests and review for compliance with state and department fiscal rules for items including but not limited to: ITSRs and Telecom request forms.

● Reviews and approve all lTSRs exceeding $5,000 as BTL.

● Provides oversight and guidance to division staff in identifying all required documentation for IT-related purchase order (PO) requests.

● Provides division staff with technical guidance and assistance in procurement, scope of work drafting, and PO initiation for IT-related purchases.

● Creates and monitors ITSR POs throughout approval process by utilizing the CORE system.

● Reviews and processes assigned purchase requests in accordance with Operations Branch policies and work with purchase requestor as necessary to obtain required purchasing information.

● Manages procurement card use within state and department fiscal rules, including: retaining all appropriate documentation on purchases, maintaining a monthly log of purchases, obtaining all necessary signatures, applying correct allocations in electronic banking system, and submitting required documents by established.

● Ensures purchases are made within the limitations of the state procurement rules and department requirements.

15% Duty Statement direct user technology assistance

Brief Duty Description.

●Respond to user technology issues, diagnose hardware malfunction

●Assist employees with configuration of newly deployed hardware

5% Duty Statement Other Duties as Assigned

Brief Duty Description.

● Attends meetings, serves on task forces or teams, completes projects, and performs other duties as assigned by the supervisor.